TM leaves a lot to be desired..

I finally subscribed to Streamyx when I found that Maxis' broadband wasnt that great in Seremban. What happened after that was unbelievable.

I got Streamyx in a box at an authorized TM outlet in Tesco. The girl who sold it to me told me that the account would be activated in 3 days and that if I had any problems, I could call her. After the 3rd day, I still wasnt able to connect to the Internet, but when I called her to see what was wrong, she refused to answer the phone.

So I called TM, and someone told me that the line would only be activated in a week. Misinformation! I waited for a week, and got a call from TM saying my line had been activated. However, I still couldnt get connected. To cut a long story short, I spent half a day at a TM Point centre, made countless phone calls for hours on end, spoke to about 6 different people including a manager and my woes were only resolved over a period of a week, after countless incidences of misinformation.

The problem was that my computer wasnt in sync with the ISP and a customer service agent finally helped me resolve it. I also asked him to explain a few issues to me in the process, one of which was a problem with the splitter. And apparently, most splitters from TM malfunction. Even new ones that come with a new "streamyx in a box".

Well, after the explanations, resolution and a visit by TM's technician, I was a pretty satisfied customer. The problem was when I wanted the bill adjusted.

TM told me that my account was activated on the 19th. However, I wasnt able to use the Internet connection til everything was resolved which was on the 30th. So I wrote to TM to ask for an adjustment of the bill, so that it reflects a rebate from the period of 19-30, as I wasnt able to use the it.

However, when I wrote to TM to ask for an adjustment, their reply was ABSOLUTELY RIDICULOUS. According to them, "With reference to your rebate request for your Streamyx account, upon checking with our technical department we found that you unable to make connection were due to your dysfunctional or faulty of your equipment (splitter). We regret that we are unable to provide a rebate as the proper function of your equipment is beyond our control. A dysfunctional or faulty of your equipment has to be checked upon and rectified by the customer himself."

My reply to them was "Thank you for your feedback. However I cannot accept your explanation given below. If the splitter is dysfunctional or faulty, you have only yourselves to blame, as I am a new customer and the splitter that I received is
directly from TM. Are you implying that you give your customers faulty splitters and refuse to take responsibility for it?"

And they come back with,
QUOTE:
"We refer to your query we understand your frustration regarding this matter. However our technical has been assigned to your premise and according to their investigation, once again we regret that we unable to propose the rebate as they have confirmed that the problem due to customer equipment faulty (splitter). Please note for customer equipment is customer responsible even though it done or provided by our technical.

Please be informed that the proper function of customer equipment and internal wiring are beyond our control. Customer equipment has to be checked upon and rectified by the customers themselves. This is as stated in Clause 12.1:

12.1 The Customer shall:

x. provide basic infrastructure for installation of the Leased Equipment including but not limited to internal wiring and in the event that the Customer is not leasing the Leased Equipment from TM, the Customer shall be responsible for purchasing the equipment at his own cost to enable connectivity of the Service;

Unfortunately, this reason is not a valid reason for us to grant a rebate as it is the responsibility of customers to assure these actions are done to ensure that the equipment at your premise is in proper working condition.

We truly apologize for any inconveniences caused. Nevertheless, we would like to express our highly appreciation for your patience and understanding.

UNQUOTE.

Now isnt this bloody ridiculous?

NEW ADDITION -> sent dated 6/Oct

QUOTE:

Thank you once again for bringing this matter to our attention.

We write in response to your request dated xxxx 2008 pertaining to the matter above.

We refer to your query we understand your frustration regarding this matter. However our technical has been assigned to your premise and according to their investigation, once again we regret that we unable to propose the rebate as they have confirmed that the problem due to customer splitter faulty. Please note for splitter faulty is customer responsible even though it done by our technical.

Please be informed that the proper function of customer equipment and splitter faulty are beyond our control. Customer equipment has to be checked upon and rectified by the customers themselves.

We would like to inform you that rebate can be considered to be proposed only for the several reasons:

i) Failure of connection is from our side.
ii) Failure of connection took about more than 6 days continuously.
iii) Report has been lodged at our call center 100.

Unfortunately, this reason is not a valid reason for us to grant a rebate, as it is the responsibility of customers to assure these actions are done to ensure that the equipment at your premise is in proper working condition.

We truly apologize for any inconveniences caused. Nevertheless, we would like to express our highly appreciation for your patience and understanding.

For further assistance or feedback, kindly e-mail us at: help@tm.com.my.
Alternatively, you may also contact TM at 100 and select "Internet Services".

UNQOUTE.

What high patience and understanding are these idiots talking about? If you cant, do it (and especially when its your fault), dont insult the customer by thanking us for our patience and understanding. And to top it all of, I can contact them at 100 for further assistance and feedback? Havent I done that and look what came out of it.